- NHS hospital
Manor Hospital
Report from 24 October 2024 assessment
Contents
Ratings - Urgent and emergency services
Our view of the service
Date of assessment 29 May 2024 to 31 May 2024. This assessment was carried out following concerns over how a complaint had been handled in the Emergency Department. We only assessed one quality statement from the responsive key question in relation to the Emergency Department only and found areas of good practice. The score for this area has been combined with scores based on the key question ratings from the last inspection. Through the assessment of this quality statement indicated areas of good practice our overall service rating remains requires improvement. Walsall Healthcare NHS Trust provides local general hospital and community services to around 260,000 people in Walsall and the surrounding areas. The trust is the only provider of NHS acute care in Walsall, providing inpatients and outpatients at the Manor Hospital, as well as a wide range of services in the community. Manor Hospital has 554 acute beds (501 overnight beds and 53-day case beds) and provides a wide range of services including a 24-hour accident and emergency department and maternity services. We only assessed one quality statement from the responsive key question and found areas of good practice. The score for this area has been combined with scores based on the key question ratings from the last inspection. Through the assessment of this quality statement indicated areas of good practice our overall service rating remains requires improvement.
People's experience of this service
We only assessed one quality statement from the responsive key question and concentrated on complaints in the Emergency Department. The Emergency Department collated information on peoples experience and their feedback. For example, results from the Friends and Family Test from February 2024 to April 2024 showed the emergency department scored between 79% and 81% which was below the trust target of 92%, however this score was 2% over the national average and in the year 2023/2024 the emergency department score was 9% above the integrated care board average scores and 1% above nationally. Information collated showed that people reported positively in areas such as arrival at the Emergency Department, being given enough privacy when discussing conditions with the receptionist and waiting. Compliments showed that patients felt well cared for, that staff were kind and that they received prompt treatment. Mystery patient feedback reported on in May 2024 showed out of 9 responses the department scored below the national survey comparison. The areas people raised the most complaints were in relation to clinical care/assessment and treatment. Patient satisfaction surveys in relation to complaints (trust wide) showed that in some areas of the complaint process patients were more satisfied than in others. A group of children from a local school had visited the paediatric emergency department as part of an initiative developed by the hospital patient relations and experience team. As a result of the visit the children made suggestions on how the department could be improved. They identified several areas of improvement such as having more toys in the waiting areas, more colour/pictures on the walls and toilet signs so children could see where they were.